Oice Support Services

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated Good: This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and those close to them, were involved in planning and making shared decisions about how their care met their needs. As people’s needs changed, a review of reasonable adjustments was made to ensure their care needs could still be safely delivered. Where people lacked the mental capacity to make those decisions, the provider consulted with people’s relatives or advocates were appropriate.

People’s specific health and social care needs were assessed and recorded in people’s individual care plans. The provider understood the diverse health and social care needs of their local communities, including those with protected characteristics under the Equality Act. Staff and leaders worked with other agencies to make sure people’s needs were met.

People’s communication needs were assessed and met. The provider would arrange for information to be translated into other languages/formats if this was required. Office staff regularly telephoned people to update them about any potential delays, or changes to their service to help people understand what was happening. A copy of the agreed care plans and risk assessments which had been created was provided to people or their family, where appropriate.

People were listened to and involved in regular reviews about their care. People were encouraged to give feedback on the service, through discussion with their care staff, or with senior care staff carrying out ‘spot checks’. Satisfaction surveys were also carried out and any issues identified, were acted upon to improve the service people received. Complaints or compliments from people, families, or other agencies, were monitored and used to identify any improvements to better meet people’s expectations.

People received person-centred care which met their needs. If they assess and are unable to meet the person’s needs safely, then they decline the referral. People confirmed flexible support was available for example, “When we have appointments and the timings don’t match, they will change things to suit us.” Staff confirmed out of hours support was available when they needed this.

Everyone felt they were treated fairly and equally. People knew how to complain and had the support (if required) to make a complaint. Staff explained, “If someone is unhappy, I help escalate their concern through our complaints procedure” and, “I’ve seen improvements after people have made complaints, such as changes in scheduling or reassignment of staff where needed.” Policies were in place and in-line with best practice around equality and discrimination.

People were fully involved in making decisions about how their care was to be provided and care plans included any specific and person-centred details for future care. No people currently using the service, were receiving end-of-life care. The provider had an end-of-life policy and procedures which would guide staff in the event of this being necessary.